Production Support Portfolio Lead (Hybrid)
Important Disclaimers:
**Please note: A few of our roles may require in-person interviews at Cognizant offices or client locations, depending on project or client needs.**
**Candidate must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future**
In this role, you will:
- The Production Support Portfolio Lead is responsible for end-to-end operational health of a 16-application portfolio.
- This role owns incident reduction strategy, cross-team escalation management, and engineering-partnership for a portfolio that generates approximately 1,100 incidents over a 5-month window.
- We are looking for a lead who can combine deep ITSM operational experience with analytical rigor, stakeholder communication skills, and a proactive improvement mindset to convert reactive incident patterns into permanent fixes.
Work model: Hybrid
Location: Ohio - IL
We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days a week in a client or Cognizant office in Ohio, IL. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.
What you need to have to be considered:
- ITSM Expertise — Hands-on experience with incident, problem, and change management disciplines (ITIL certified), with a proven track record managing high-volume incident environments of 1,000+ tickets across multi-application portfolios.
- Primary Stack Proficiency (.NET / MSSQL / VB.NET) — Strong working knowledge of .NET, MS SQL Server, and VB.NET sufficient to review code, run diagnostic queries, guide technical fixes, and have credible conversations with engineering teams during P1/P2 incidents.
- Incident Reduction & Problem Management — Demonstrated ability to move beyond reactive firefighting by conducting RCA, identifying recurring failure patterns, and driving permanent fixes through engineering backlogs.
- Portfolio-Scale Application Management — Experience simultaneously overseeing 10+ applications in production, managing SLA compliance, prioritizing cross-application incidents, and maintaining overall operational health across a diverse technology landscape.
- Cross-Team Escalation & Stakeholder Management — Ability to lead war-room calls, manage client-facing escalations, and bridge communication between support teams, engineering leads, and senior business stakeholders under pressure.
- Analytical & Reporting Capability — Proficiency in extracting and interpreting incident data to produce meaningful KPI dashboards, trend reports, and executive health scorecards using tools like Excel or Power BI.
- Legacy Application Support Awareness — Functional familiarity with legacy technologies (VB.NET, MS Access, WebSpeed/Progress) to triage issues, coordinate fixes, and assess modernization risk without being solely dependent on niche specialists.
- Continuous Improvement Mindset — Proven ability to apply structured improvement methodologies (Lean, Kaizen, or equivalent) to convert operational pain points into measurable, sustainable reductions in incident volume and resolution time.
-- We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Salary and Other Compensation:
Applications will be accepted until 7/3/2026.
The annual salary for this position is between $60K – $117K depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
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